EL SEGUNDO, CALIFORNIA -- I have never complained online about a company before, but my experience with Apria was so bad that I am furious. We had some medical equipment from them -after the patient no longer needed it I called them to pick it up. Over a series of two months, I was promised by three different customer reps that it would be picked up. I finally called and asked for a supervisor, who actually put in the work order -it seems none of the others had bothered to do that important step- and promised it would be picked up the next day between 10:00-2:00. No problem, I arranged my day to accommodate. Well guess what? The next day I finally received a call that they would be picking it up, but between 4:00-7:00. No change to the original time could be made, I was told.
At this point I just wanted their crap out of my house, so I cancelled my birthday dinner for their convenience. I hope your marketing department realizes that all the telephone on-hold messages aren't worth the money you spent to set them up, when there's such a lack of service behind them.
LOUISVILLE, COLORADO -- On February 3 I called in to Apria to get a replacement mask for my CPAP. It has taken 75 days, more than 30 phone calls, HOURS sitting on hold, and numerous dropped calls; which then meant that I had to call back in, sit in the phone queue and on hold for up to forty minutes, just to talk to someone that would ask me a bunch of security questions, then transfer me to someone that would again ask me the very same security questions. Their "Customer Care" department is a total joke. If you have a choice, go with another vendor for your supplies.
SACRAMENTO, CALIFORNIA -- It started in August with a call to place an order for CPAP supplies. At first it seemed like a simple process and then the wheels fell off the wagon. I called the 1st of September for the tracking number for the shipment and was told I would have to talk with the billing department. No order had been placed. I was told I needed a new prescription, a face to face documentation and numerous other requirements. I complied with their request and called back again to check. Still no orders placed, and now new requirements. Now it is the middle of September. I was told the order had been processed and to call the end of the week for the tracking number. When I called, they had not placed the order because of some missing documentation. If so, why did someone not call or email me? Again, I sent them what they said they needed. Still, no order was placed. I am now calling everyday. Everyday I had to repeat the entire history of this order. Don't they make notes like most customer service businesses?
Long story short, it is now mid October, no order placed, they sent me more email documents to send back and when I asked if they can now provide me with the shipping number, I am told, again to call back tomorrow. Really? Again? I guess I will see tomorrow. If they say they will call you back, don't wait for that call. You could die waiting. Now being able to use the CPAP for more than an month has started to have an impact on my overall health. I hope that I survive this unacceptable service from a Healthcare provider that clearly does not care about their customers.
LITTLE ROCK, ARKANSAS -- Have had CPAP for over a decade. First with small independent family owned providers then Apria got the contract and nothing has ever gone right. While in CA I would drive to there office rather then deal with them on the phone. That was the ONLY way they could get the order right, most of the time. Moved to Little Rock, 3 months to get an appointment, when I last called to make one, they told me I already had one for this coming Thurs, all to my surprise. I asked well if I have an appointment what time is it? Oh, I'll have to find out, please wait. The usual hold time..., "Your appointment is for noon." So, the computer showed an appointment I had no knowledge of, yet it did not show the time? Apria has some very serious problems
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions. Another issue has been that they sent my a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by Fedex and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems. No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal a-holes. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB's so I suspect there are trying to rip someone off, too. Wish I were European.
CALIFORNIA -- I have a CPAP from Apria. My insurance changed for 2013, and Apria could not handle this update. In April, I had to call three times to get the insurance updated. Each time they asked for a credit card to keep on file, and fortunately I refused. In November 2013, my insurance carrier paid three claims on one check. In January 2014, I get a collection notice that I have not paid one of the claims. After SEVEN calls to Apria, I was assured the payment would be applied properly. Around March 15, I received a refund check from Apria because I had overpaid the account once they applied the insurance payments properly. On March 21, I got a notice from my credit watch service that a negative report had been filed. It was the collection agency that Apria assured me would not pursue any additional action. Now I have to take another hour out of my day to correct this error.
MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever. You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!!!
WORCESTER, MA -- Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn't understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone. After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The web site says all the right things but in the end Apria doesn't have a clue.
ALBUQUERQUE, NEW MEXICO -- My father was diagnosed with stage IV lung cancer on 5/18/2013. He needs to be on oxygen 24/7. We live in a rural part of New Mexico and have to dive 100 round trip to visit the doctor. He has 1-3 doctor's appointments a week. He uses the "D" tanks that you roll behind you. He goes through approximately 3 tanks every trip to a doctor visit. The first 2 months we were able to order tanks when we needed.
After the 2nd month they told us they were moving to a home fill system. We agreed to try the equipment out, but as we found, my father was unable to carry the tanks provided since the cancer spread to his bones. When we called to have them pick up the system, they didn't even have the records stating he was on this new system. After that every time we call Apria we do this merry-go-round dance about why he doesn't have the homefill system and they try to deter us from continuing on the tanks he has now by telling us that they can not deliver tanks for over a month.
They also are very good about double billing patient. We will pay with a credit card over the phone, but when we call they need a payment from is every time. I am totally fed up with this company. After everything my father and family has been through this is just another hurdle in his recovery. I am very disappointed.
KANSAS CITY, MISSOURI -- Once again, I get to hear my mother who is on 24 hour oxygen screaming and crying to her Apria Health Care representative because he, John [snip], is incapable of helping her. A prescription was sent in by her pulmonologist LAST Friday, a representative was supposed to bring it to her tomorrow. Now they tell her the prescription does not exist, that they are NOT ABLE TO HELP HER BREATHE? You have got to be kidding me. The level of incompetence is outstanding. Clearly these representatives couldn't care less about their customers. Who, might I add, DON'T WANT TO BE CUSTOMERS.
They claim to not have the supplies, they don't know the correct address even though we moved 2 years ago, they bring the wrong supplies, they ship the wrong supplies. Aren't you the one who is supposed to be making it easier for her to breathe? Yet, she is hyperventilating from being so unbelievably stressed out for the lack of care you offer.
You say one thing, turn around, blame my mother for your mistakes, poor work ethic, and tell her to figure it out.
Good job Apria, for being the worst home health care provider in America.
A special Shout out to john [snip] for wasting my mother's time and upsetting her to the point of tears. Great job team!